Water Quality Risk Scientist - United Kingdom - Oxford Nanopore Technologies Ltd.

Description

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation.

The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere

We are looking for a highly motivated and driven individuals to join the Global Support team, as a Product Support Scientist.

This role provides high-tier technical support primarily to the Technical Services team.

This role requires resolving raised complaint cases on a variety of ONT products; diagnosing and troubleshooting IT, networking and the handling of Bioinformatics issues.

Additionally, this role will involve working closely with internal teams and stakeholders to bring forth customer focused feedback and improvements to products, triggering quality investigations and acting as a technical resource centre for front-line support.

Develop in-depth general product expertise or be the Subject Matter Expert in data analysis for different applications.
Provide 2nd level technical support in situations where first-line field application support and/or technical support requires assistance.

Lead raised product complaints, analyse the issues, monitor and compile stats, complete risk assessments (breadth and depth of the issue), prioritize the issues and work with the Product Management and internal teams until a solution is rolled out, and post-fix follow-up and monitoring.

Lead customer feedback (VoC) of products/services gathered by the support team, prioritize the product feedback or requests accordingly to their importance from the technical and business aspects, and work with Product Management to include the features in the product design and development cycle.

Analyse the issues from SFDC reports (with all the cases logged by the support team), approve technical cases that are closed by the support team, monitor, and report the trends of the issues.

Complete systematic reviews periodically with the product performance team and present to Product Management and product review meetings.

Involvement in the entire product life cycle from product designs and developments to product launches and product complaints, and provides technical input and constructive feedback and suggestions for product improvements and resolutions for issues.

Highlights the commercial impact of new and ongoing issues (in terms of revenue or market-access risks for example) to Product Management by working with the regional Sales and support team.

Initiate and handle various ad-hoc projects, develops tools, and improve processes to empower the support organization and team globally to build the highest standards in customer-oriented support to achieve the highest customer satisfaction and experiences using ONT products.

Any other duties which are not region-specific will be the responsibilities of this position as the global support team.

D.

degree in bioinformatics, computer science or experience in computing and analysis such as such infrastructure, hardware or pipeline development, or equivalent experience.

Several years commercial experience in the biotech/biomedical industry

Prior experience in handling product complaints, completing risk assessments, and collecting product feedback with Product Management and internal teams including product development and Quality Assurance etc.

Experience using and adapting bioinformatics tools and building bioinformatic pipelines.
Clear vision of and commitment to providing outstanding customer support.
Proficient in scripting languages, e.g. python or R. Familiarity working in Linux command line environment, and with computing cluster/HPC environments.

Proficient in SFDC or CRM tools and other internal tools like Tableau etc to carry out the above-mentioned duties.

Excellent troubleshooting, writing, and editing skills.
Ability to work effectively both interdepartmentally and internationally with the regional support teams.

Clear vision of and commitment to providing outstanding customer support and achieve Sales goals by playing a role in product design, development, and complaint resolution.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary.

Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation.

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